Feel Sorry For The Cat Who Has Put Up With Her For 17 Years
(I work in a pet store that provides grooming and training services, but unlike our larger stores, we do not have a veterinarian and, as such, we cannot legally carry prescription medication or foods.)
Me: *approaching a customer* “Hi there! Are you finding everything okay?”
Customer: “No. I’ve been searching for half an hour; where have you been? What happened to customer service?”
Me: “Oh. I’m sorry about that. I just came in, but maybe I can help find what you’re looking for. What is it?”
Customer: “[Brand] kidney function food for my cat.”
Me: “Is that a prescription food?”
Customer: “Yes! My cat is seventeen years old and needs specific foods for his diet.”
Me: “Seventeen years old! You must take very good care of him. What a lucky cat! Unfortunately, we don’t have a vet on staff so we cannot carry prescription food like that. The store in [Town fifteen minutes away] does carry it. I can call them to see if it’s in stock and if they’ll hold it.”
Customer: “I need [Brand] kidney function food today.”
Me: “Yes, I understand, but we don’t carry it.”
Customer: “But my vet said I can get it here!”
Me: “We do face this confusion a lot. Larger locations do have the veterinary offices but we don’t so we can’t have anything requiring a prescription.”
Customer: “Check the back room, then. You always have more back there.”
Me: *getting frustrated* “I can already tell you it’s not there, because we legally cannot carry prescription products without a doctor on staff.”
Customer: “But I need this food!”
Me: “I can contact other stores or local vet offices if you’d like, but—”
Customer: “This is ridiculous! I want your manager now!”
Me: *sigh* “Okay.”
(I call for my manager, who has the same circular conversation with the woman for a few minutes, both visibly getting more upset each round. In the end, she storms off and threatens to call corporate because we aren’t willing to help her.)
Manager: “How many ways can you say, ‘We don’t carry that,’ before she understands?”
Me: “Apparently, more than we just did.”
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.
